Job Description
The Chance
n
Our client is a well loved Australian fashion and lifestyle retailer with a loyal customer following and a genuine reputation for great service. They are looking for an experienced Call Centre Manager to lead their contact centre team and take ownership of day to day operations and performance.
n
This is a hands on leadership role where you will coach and develop a customer focused team, drive service levels and quality standards, and ensure every customer interaction reflects the brand's values.
n
Responsibilities
n
Leadership and Team Development
n
n
Lead, coach and develop the Call Centre team to achieve individual and team performance objectives.
n
Set clear expectations and provide regular feedback, coaching and support to build capability and performance.
n
Foster a positive, engaged and customer-focused team culture built on collaboration, accountability and continuous improvement.
n
Support recruitment, onboarding and training to ensure the team is equipped to deliver a high standard of service.
n
Manage rosters, resourcing and workflow to maintain appropriate coverage and service levels.
n
n
Order Management and Customer Experience
n
n
Ensure customer orders, enquiries,



returns and exchanges are processed accurately and within required timeframes.
n
Manage customer complaints, escalations and complex enquiries promptly and effectively.
n
Monitor and manage disputed, fraudulent and unauthorised transactions in line with company procedure.
n
Maintain accurate records of customer interactions, orders, refunds and complaints.
n
Partner with internal teams to resolve order, payment and delivery issues.
n
n
About You
n
n
Experience in a Call Centre managerial role is desirable, along with strong leadership and problem-solving skills.
n
A natural people leader with excellent communication and interpersonal skills, and a genuine passion for coaching and developing others.
n
High level of accuracy and attention to detail, with the ability to manage competing priorities in a fast-paced environment.
n
Comfortable adapting to changing priorities, with strong time management and organisational skills.
n
Customer first mindset, with the initiative and curiosity to find better ways of doing things and the compassion to support both customers and team members.
n
n
This role is based on site everyday and located in the inner suburbs.

📌 Call Centre Manager (Victoria)
🏢 JIVARO recruitment
📍 Victoria